Business Correspondence Training
This includes two training courses to introduce rules and etiquette for writing professional business emails and letters.
WRITING PROFESSIONAL BUSINESS EMAILS

• Introduction & Learning Objectives
• Email or Letter?
• General Etiquette
• Structure
• Templates
• Formatting
• Greeting and Signing Off
• Example Emails
• Basic Grammatical Rules
• Use the Correct Tone
• Golden Rules of Email Writing

WRITING PROFESSIONAL BUSINESS LETTERS

•  Introduction & Learning Objectives
•  Letter or Email?
• House Style and Letter Templates
• Letter Layout
• Salutation & Complimentary Close
• Structuring Your Letter (The 4-Point Plan)
• Basic Grammatical Rules
• Tone and Formatting
• Golden Rules of Letter Writing

Introduction to Soft Skills Training
This introduces you to call handling, demonstrating how to deal with calls in a professional business
manner.

CUSTOMER SERVICE
First Impressions

• Purpose & Learning Objectives
• A Magic Question
• Assignment
• The Greeting
• Two Stroke Greetings
• Three Stroke Greetings
• Four Stroke Greetings
• A Word from your English Teacher
• Bridging Statements

How to Say It

• Purpose & Learning Objectives Examples
• A Rule to Remember
• Volume
• Pace
• Inflection
• Pitch
• Pause
• Word Emphasis

Managing Emotional States

• Purpose & Learning Objectives
• Managing your own Emotional State
• Technique 1: Breathe
• Technique 2: Affirm
• Technique 3: Relax
• Managing the Customer’s Emotional State

Victim and Empowered Words

• Purpose & Learning Objectives
• Rule 1: Avoid Insider’s Talk
• Rule 2: Beware of Gaps
• Rule 3: Victim and Empowered Words
• Rule 4: Please and Thank You
• Rule 5: Correct Grammar

Customer Complaints

• Purpose & Learning Objectives
• Step 1: Listen
• Step 2: Cushion
• Step 3: Confirm Problem
• Step 4: Request
• Step 5: Negotiate
• Step 6: Confirm Solution
• Step 7: Perform Solution

Angry or Irate Customers

• Purpose & Learning Objectives
• Your First Step
• The Exceptions
• Abusive or Profane Customers
• Final Advice
• Mental Health

More than a Mouthpiece

• Purpose & learning Objectives
• Where New Product Ideas Come From
• What to do with Feedback

INBOUND SALES
First Impressions

• Purpose & Learning Objectives
• A Magic Question
• Assignment
• The Greeting
• Two Stroke Greetings
• Three Stroke Greetings
• Four Stroke Greetings
• A Word from your English Teacher
• Bridging Statements

How to Say It

• Purpose & Learning Objectives
• Examples
• A Rule to Remember
• Volume
• Pace
• Inflection
• Pitch
• Pause
• Word Emphasis

Persuasion Psychology

• Purpose & Learning Objectives
• Catch Your Customer’s Enthusiasm
• Don’t Let This Happen to You
• Six Buying Influences
• Influence 1: Reciprocity
• Influence 2: Consistency
• Influence 3: Liking
• Influence 4: Social Proof
• Influence 5: Authority
• Influence 6: Scarcity
• Influence 7: Turning Inquiries into Purchases

Up-Selling and Cross Selling

• Purpose & Learning Objectives
• Sales Pro or Order Taker?
• Cross-Selling and Up-Selling
• Bridging
• Asking Questions
• Anecdotes

More than a Mouthpiece

• Purpose & learning Objectives
• Where New Product Ideas Come From
• What to do with Feedback

OUTBOUND SALES
Introduction to Persuasion

• Purpose & Learning Objectives
• A Dialogue Medium
• An Unexpected Visitor
• Trust
• Staying motivated

The Opening

• Purpose & Learning Objectives
• First Impressions
• Before You Connect
• After You Connect
• Three Required Elements – One
• Three Required Elements – Two
• Three Required Elements – Three
• Getting Their Attention
• Summary
• Business to Business
• Coping with Voice Mail

How to Say It

• Purpose & Learning Objectives
• Examples
• A Rule to Remember
• Volume
• Pace
• Inflection
• Pitch
• Pause
• Word Emphasis

Building Buying Desire

• Purpose & Learning Objectives
• Engaging a Customer
• Earning the Right
• Developing the Need
• Putting it all Together
• Trust
• Expect the Unexpected
• No Presentation

Presenting Your Product

• Purpose & Learning Objectives
• Review
• Features & Benefits
• Know More Than You Tell
• Features & Benefits Chart
• Keep the Customer Engaged
• Summary

Customer Reluctance

• Purpose & Learning Objective
• Tune In
• Resistance
• Curiosity
• Hesitancy
• Eagerness
• Gaining Commitment